EE order went nowhere

[mirrors90]

Hi!
I ordered an upgrade from 76mb FTTC to 1gb FTTP (Even though I'm on new EE , without a TV- they still will not let me take 1.6GB) - and agreed on £74 a month with the wifi 7 and smart wifi (Full works package) 

This is more expensive than 1.6GB but I have a lot of devices in my house, so needs must. 

Anyway after a week I'd not heard anything, everything was still sat on "pending" - So I called EE and they said it wasn't in their system and it was stuck - hadn't gone to Openreach. 

They cancelled the order and told me to re-do it on Monday - so I'm starting the process again - very frustrating given the price that they can't get things right and even give the speeds we want. I'm paying absolutely eye watering prices given some of the competitors and their order systems are the same you'd expect from a budget ISP. 

The sales guy when I initially upgraded was saying "The line knows you've got an EE modem installed, but we have to come and install a new one which isn't compatible with 1.6GB" - makes no sense. I am a new FTTP customer once they actually get around to installing it - it's like they want to overcharge us for 1gb full fibre rather than have any interest in giving people what they want. I even asked if he could cancel my broadband and redo it on 1.6 as a "new customer" - he said no as well.

I've been happy with EE for over 10 years, but this has been a rather demoralising experience.. 

[Lesley_W · Accepted solution]

Hi @mirrors90 

Thanks for coming to our community.

I'm really sorry you have had this experience. When you speak to the team to replace the order, I'd let them know your concerns so they can address them and make sure it goes smoothly from here.

Lesley

[mirrors90]

Thanks Lesley. Managed to speak to the complaints team as my second and third upgrade to 1gb kept failing - very frustrating but the guides on ee were very helpful and in the end they gave up! They cancelled my contract and signed me up as a new customer- which actually opened the door to the speed I actually wanted - 1.6gb as a new customer ! Hoozah!

about a hour after I hung up I got a text from Openreach saying that they had my order and would be round for a survey within the next few days. Seems like it all worked out well - I must say that whilst EE systems can be found wanting sometimes - their staff are always great and helpful.

[Peter_W]

Thanks for the update here @mirrors90.

I'm glad to hear that our team managed to find a way to get this pushed through in the end 😊

Peter